No response to query

I phone 1st for women on 20 October because I had a query regarding my debit order. I spoke to Fezile Hlogwane, who requested that I send her an email with the details of my query, she did not respond to acknowledge the email or to give me feedback. I followed up with her on the 23rd, still no response. I know the email address is correct because I rep**** to an email she sent me after talking to her. I cannot why you would ask me to send you an email than ignore me. Can I please get feedback on my query sent to Fezile Hlongwane on the 20th of October?